Robert Patterson

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Natrona Heights, PA 15065

IT Help Desk Specialist with 10+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-users needs with long-term resolutions to complex IT challenges. Additional Skills/Experience:

- Expert in Windows 10 and 11 and Apple OS

- troubleshooting and imaging laptops

- supporting remote users and remote desktop connectivity

- VPN

- Good working knowledge in printer connectivity and light maintenance (cleaning, changing cartridges)

- Troubleshooting cell phone apps and connectivity

- Expert in supporting end-users of all levels from novice to Executive

- Expert in Microsoft Office 365(Word, Excel, PowerPoint and Teams) up to you this morning I have the night yet

- along with Google Apps

- SharePoint

- Proficient in Help Desk Ticketing Systems such as Remedy,Service Now, Spice Works and, any other ticketing system

- Knowledge of TCP/IP and LAN/WAN technologies

- Proficient in the use of databases including MS Access and AS400 Knowledge of Active Directory

- Knowledge of the install and upkeep of printers, copiers, and 3D printers

- Knowledge of the install and upkeep of security systems, including cameras and badge printers

- Knowledge of PC, Chromebook and Apple device hardware troubleshooting and repairing

- Familiarity with specialized education software, including Skyware, Prosoft, PA Sec ID, PIMS Reporting (A/CAPA), Easy Trax

- Familiarity with specialized digital film and photography, including Adobe CS6 Master Collection, Avid Editing Suite, Tricaster, and VBrick

Professional Experience:

Stefanini (Contract)

Desktop Support Technician

May 2023-Present

- Wiping printers, Setup print ports and assist with questions and inquiries

- Activate new mobile device accounts and assist with additional needs regarding said accounts

- Conduct troubleshooting to resolve IT-Related and application issues for 2000+ users

- Provide clients with information on available upgrades and troubleshoot computer related problems for external clientele

BHE & GTS (Contract)

Computer Technician (Level 1&2)

March 2022-Present

- Wiping printers, Setup print ports and assist with questions and inquiries

- Activate new mobile device accounts and assist with additional needs regarding said accounts

- Conduct troubleshooting to resolve IT-Related and application issues for 2000+ users

- Provide clients with information on available upgrades and troubleshoot computer related problems for external clientele

AIU (All Covered)

Computer Technician (Level 1&2 Support)

May 2021-March 2022

- Conducted troubleshooting efforts to assist in the resolution of IT and application problems for thousands of users

- Dealt with 20-25+ inbound end user calls, with most completed being 30 with AIU

- Provide great customer service by providing information and feedback to customers regarding upgrades available and troubleshooting problems accordingly Aaron’s Service

Computer Technician

July 2019-May 2021

- Troubleshooting of various hardware and software issues to help resolve numerous issues company wide, roughly 2000+ end users

- 25+ touch points/calls with end users daily, hitting 30+ on numerous occasions

- Provide top of the line customer service regarding ticket issues and successfully resolving issues pertaining to both hardware and software issues

Penn Hills School District

IT Helpdesk Specialist

August 2015-July 2019

- Conducted troubleshooting efforts to resolve tickets and application issues for over 2000+ students and end users throughout the district

- Administered all aspects of Active Directory group policy, such as creating and managing end user accounts using Active Directory

- Diagnosed and resolved a range of software, hardware, and connectivity issues, while delivering technical training on both hardware/software to end-users

- Acted as single point of contact for managing telecommunications, data networking, and other technology services, varying from installation to maintenance Additional Skills/Experience:

- Expert in Windows 10 and Apple OS

- Expert in Microsoft Office 365(Word, Excel, PowerPoint and Teams) along with Google Apps

- Proficient in Help Desk Ticketing Systems such as Remedy,Service Now, Spice Works and, any other ticketing system

- Working knowledge of TCP/IP and LAN/WAN technologies

- Proficient in the use of databases including MS Access and AS400

- Working knowledge of Active Directory

- Working knowledge of the install and upkeep of printers, copiers, and 3D printers

- Working knowledge of the install and upkeep of security systems, including cameras and badge printers

- Working knowledge of PC, Chromebook and Apple device hardware troubleshooting and repairing

- Familiarity with specialized education software, including Skyware, Prosoft, PA Sec ID, PIMS Reporting (A/CAPA), Easy Trax

- Familiarity with specialized digital film and photography, including Adobe CS6 Master Collection, Avid Editing Suite, Tricaster, and VBrick

Education:

1993-1998 Bachelor of Arts in Telecommunications – Penn State University 1990-1993 High School Diploma – Penn Hills School District; Penn Hills, PA

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